What You Must Deliver to Win Customers Today
2/13/202630 min
themselves to become better? While the experience economy remains important, Strategic Horizons cofounder B. Joseph Pine II argues that it's not enough to acquire and retain customers in today's competitive environment. He sees the next wave in business as one focused on offering outcomes to customers - and that might even mean only getting paid when customers succeed. He shares how this model might actually reduce risk, what it means in a world of AI and mass personalization, and ways that companies can truly deliver on their promises. Pine is author of the book The Transformation Economy: Guiding Customers to Achieve Their Aspirations.
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First 90 secondsAlison Beard· Host0:00
[music] Deel's not just another payroll platform, it's one your team might actually enjoy. HR, IT, and payroll together finally. Built in-house, built for peace of mind. Visit deel.com/hbr. By twenty thirty, finance could harness hindsight, insight, and foresight to elevate your function from necessary cost center to value creator. Explore Deloitte's Future of Finance publication to shape your team's impact. Visit deloitte.com/us/futureoffinance. [music] I'm Alison Beard.
Adi Ignatius· Host0:51
I'm Adi Ignatius, and this is the HBR Idea Cast.
Alison Beard· Host0:54
[music] Adi, what was your New Year's resolution for twenty twenty-six?
Adi Ignatius· Host1:04
Uh, we kind of do more predictions than resolutions. I have lots of predictions, but I guess my ongoing resolution for the year is to launch a book project.
Alison Beard· Host1:13
Ooh, that sounds exciting! I can't wait to read it. Um, mine was a little bit simpler. It was trying for a dry January, which I mostly stuck to, though I had a sneaky glass of Prosecco, like, two weeks in. But the point is that a lot of people are setting aspirational goals right now,